Advantages of using a CRM in your ecommerce

by Moises Hamui August 23, 2023

A CRM for e-commerce is a tool that allows you to manage the relationship with your customers in an efficient and personalized way. With a CRM for e-commerce you can:

Store and organize all the information about your customers, such as their contact details, their purchases, their preferences, their queries, etc.
Segment your customers according to different criteria, such as their location, their behavior, their level of satisfaction, etc.
Communicate with your customers through different channels, such asemail , chat , social networks , etc.
Automate administrative and marketing tasks, such as sending offers, order tracking, invoice generation, etc.
Analyze the data of your customers to obtain insights about their needs, their interests, their buying habits, etc.
Improve the experience of your customers by offering them a personalized, fast and quality service.

A CRM for e-commerce helps you increase sales, loyalty and customer satisfaction. In addition, it allows you to optimize your time and resources by simplifying and centralizing the management of your online business.

Benefits of using a CRM for e-commerce

With a CRM for e-commerce you can obtain the following advantages:

Save time and resources by automating administrative and marketing tasks, such as sending offers, tracking orders, generating invoices, etc.
Segment your customers according to different criteria, such as their location, their behavior, their level of satisfaction, etc., and offer them a service tailored to their needs and interests.
Communicate with your customers through different channels, such as email, chat, social networks, etc., and improve loyalty and trust.
Analyze the data of your customers to obtain insights about their purchasing habits, their preferences, their opinions, etc., and optimize your sales and marketing strategy.
Improve the experience of your customers by offering them a personalized, fast and quality service, and increase the conversion rate and retention.

How to choose the best CRM for your business?

To choose the most suitable CRM for your business, you should consider the following aspects:

Clearly define your goals . CRM systems have many features and services, and many may not be relevant to you. Therefore, the first thing you should do is clearly establish the priorities of your company. This implies that you must take into account the objectives of all the departments that are going to use the CRM: only then can you find a comprehensive solution.
Set the price and implementation schedule . Prepare a budget to finance the CRM service, as well as its implementation, maintenance and the relevant training for your employees. You should also consider the time it will take you to get the CRM up and running and adjust to its use.
Consider integrations . It is important that the CRM you choose can be integrated with the other tools you use in your business, such as your online store, your email marketing platform, your billing software, etc. So you can synchronize your customer data and optimize your processes.
Make sure you have alerts and automation . A good CRM should make your job easier and not complicate it. Therefore, look for one that allows you to automate repetitive tasks and send you alerts when there is something that requires your attention. So you can save time and resources and focus on what really matters.
Listen to your team . The CRM you choose should be easy to use and adapt to the needs of your team. It is important that you consult with your collaborators what functionalities they would like to have and what difficulties they encounter in their daily work. So you can choose a CRM that helps them improve their productivity and satisfaction.
Look for the information to be shared . A CRM should facilitate communication and collaboration between the different departments of your company. Choose a CRM that allows you to share your customer information with your internal and external collaborators. This way you can offer a more coherent and efficient service to your customers.
Check your ability to create reports . A CRM should provide you with valuable information about the performance of your business and the behavior of your customers. Select a CRM that allows you to create personalized and detailed reports on sales, marketing, customer service, etc. So you can make better decisions based on data.

Examples of CRM for eCommerce

In Mexico, there are several examples of CRM for electronic commerce that you can use for your company. Some of them are:

hubspot

It is a CRM for marketing, sales and customer service that allows you to unite your data, teams and customers in a CRM platform that adapts to the growth of your company.

You can attract more visitors, convert more customers, and run full inbound marketing campaigns. You can also get relevant data from your potential clients, automate the most boring tasks and close deals faster.

In addition, you can provide omnichannel service to your customers, exceed their expectations and turn them into promoters that drive the growth of your company. HubSpot gives you powerful, easy-to-use software with which you can create a more human experience for your customers.

Zoho

It is a CRM for sales, marketing and customer service that allows you to manage the relationship with your customers in an efficient and personalized way. You can integrate your online store with Zoho CRM and synchronize the data of your customers and orders.

You can also automate administrative and marketing tasks, such as sending offers, tracking orders, generating invoices, etc.

In addition, you can classify your clients according to their characteristics and behaviors, communicate with them through different channels and offer them a personalized, fast and quality service.

Zoho CRM gives you valuable insight into your business performance and customer behavior.

pipedrive

It is a CRM for sales that allows you to manage the entire sales cycle from one place. You can create and organize your contacts, opportunities and activities.

You can integrate Pipedrive with your online store and synchronize your customer and order data. Pipedrive gives you a clear view of your team's performance and helps you make better, data-driven decisions.

Zendesk

It is a CRM for customer service that allows you to offer omnichannel service to your customers. You can manage all your customer queries and requests from a single platform.

You can also integrate Zendesk with your online store and access relevant information about your customers and orders. It allows you to create a knowledge base and a chatbot to solve the most frequent doubts of your clients.

salesforce

It is a CRM for marketing that allows you to create and execute personalized campaigns for your clients. You can segment your customers according to their characteristics and behaviors.

You can also integrate Salesforce with your online store and send automated messages to your customers based on their actions. Salesforce allows you to measure the impact of your campaigns and optimize your marketing strategy.

Written by Moises Hamui Abadi: I am an entrepreneur, founding partner of Viceversa and SoyMacho. After being in charge of several digital businesses and advising several other businesses; I decided to form MHA Consulting, a digital marketing consultancy dedicated to growing and empowering digital businesses in more than 7 countries and generating more than 1,500 million pesos.

If you want more information on this topic or you are looking for other options to profile your ideal client, at MHA you will find the solution you need. Schedule a call.